SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Viz.ai is the leader in AI-powered Care Pathways, deployed in 2,000 hospitals across the United States. The platform combines real-time clinical data with clinician engagement to detect disease earlier, coordinate care teams, and ensure patients receive the right treatment faster. Viz.ai was the first company awarded CMS reimbursement for AI and is ranked #1 Healthcare AI Platform by hospitals in Black Book Research.
As a Senior Customer Success Manager, you will own and nurture relationships with strategic, high-value customers in a mixed portfolio of mid-market and growth accounts. You will act as a trusted advisor, ensuring each customer receives personalized support throughout their lifecycle and realizes the full potential of the platform.
Key responsibilities include:
• Customer Relationship Management: Own account portfolios, build long-term relationships with key stakeholders, conduct regular business reviews, and anticipate challenges or opportunities in product adoption.
• Customer Success Strategy: Develop tailored success plans, proactively identify upsell/cross-sell opportunities, advise on best practices, and analyze customer health metrics and usage data to drive insights.
• Customer Onboarding & Adoption: Oversee successful onboarding, guide customers through key milestones, and drive adoption to maximize product usage integration into day-to-day operations.
• Collaboration & Cross-Functional Leadership: Partner with Sales, Marketing, Product, and Support teams; provide product feedback to influence improvements; mentor junior CSM team members.
• Customer Retention & Advocacy: Develop deep understanding of customer business objectives, mitigate retention risks, champion customer needs internally, measure health metrics (NPS, CSAT, retention), and actively manage renewals.
• Training & Development: Lead training sessions and webinars; stay current with product changes and industry trends; adapt strategies to evolving customer needs.
Success metrics include establishing deep relationships across hospital departments and C-suite, ensuring customers achieve their measures of success and ROI, monitoring data proactively with monthly checkpoints and quarterly business reviews, driving new ARR through expansion and upsell/cross-sell, and ensuring timely renewals.
Viz.ai is a remote-first company across the U.S. and EU with a flexible hybrid team in Tel Aviv. The company is mission-driven, focused on making a difference in people's lives through AI-powered healthcare solutions.
REQUIREMENTS:
• Minimum 5+ years in Customer Success, Sales, or Marketing role in healthcare industry OR clinical experience (radiology, neuroscience, cardiology), preferably within SaaS or technology-driven industry
• Proven track record managing large, high-value customer accounts and driving customer success, retention, and growth
• Exceptional relationship-building skills with ability to work closely with C-level executives, business leaders, and cross-functional teams
• Strong problem-solving abilities with ability to anticipate customer needs and challenges
• Expertise in customer success strategies including onboarding, adoption, retention, customer expansion, upselling, cross-selling, and renewals
• Experience with customer success tools (Gainsight, Salesforce, Zendesk, or similar CRM/CSM software)
• Excellent written and verbal communication and presentation skills; ability to articulate complex ideas simply and persuasively
